Salesforce Support

However, we know that’s not always the case. Your business will experience change sooner than you thought and you'll soon need external help to keep up. Our certified team of Salesforce experts in London and Mauritius work together to provide you a highly specialised and cost-effective service to ensure your business activities run seamlessly.

Frequently Asked Questions

Which package is better for me?

This depends on the volume and frequency of support that you need and how resources are already available to you. Most customers prefer to start on the Help Desk package which includes 8 hours of support. If you are not sure get in touch with us and we'll advise you on the best package suitable for your needs.

What do your Support packages include?

We act as your Salesforce Administrator. This means that we align our team with your organisation's goals and we'll do any work that constitutes administration, updates, maintenance, issue resolution or general improvements with your Salesforce set-up.

What Salesforce platforms do you support?

We only support Sales Cloud, Service Cloud, Pardot and Marketing Cloud.

How do I sign up?

Get in touch with us and we will sign you up. For Help Desk and Managed Services, we use an online subscription management platform to manage your subscription and payments.

For the Pay As You Go package, contact us and tell us what you need to get done. We will provide you an estimate for the job. If you are happy to proceed, we will send you an invoice. Once we receive payment, we will proceed with the task. We'll consider the task closed when you are satisfied with the outcome.

How do I pay?

For Help Desk and Managed Services, you add your payment details in our subscription management platform where it is automatically processed.

For Pay you as Go, we will first provide you a quote. Once you accept the estimate, we will ask for the full payment before proceeding with the work.

Can I pay by Credit Card?

Yes. we accept Debit Card, Credit Card, Paypal and Stripe payments.

What are the terms for each package?

For Pay as you Go, advance payment is required.

Help Desk

Subscription paid monthly in advance.

Cancellation notice 1 month prior to renewal date.

Renewals are automatic and are contractually binding.

Hours are allocated to a specific month and must be used during that month.

Unused hours for a month are lost and cannot be carried forwarded to the next month.

Additional hours will be charged at £80/hr (excl VAT).

All requests for support are to be logged via our support portal or sent via email.

Managed Service

Subscription paid monthly in advance.

Cancellation notice 1 month prior to renewal date.

Renewals are automatic and are contractually binding.

Unused hours will be carried forward only to the next month.

Additional hours will be charged at £70/hr (excl VAT).

All requests for support are to be logged via our support portal or sent via email.

What's the onboarding process?

For Help Desk and Managed Service, once you have signed up, you will receive the login details to our support platform. One of our consultants will contact you to make sure we have the details we need from you so that we can assist you better.

What type of support we can expect?

Support request can be questions, configuration work, and issues you may be having with your Salesforce platform.

What type of work does this exclude?

As much as we would like to help within the scope of our support packages, we do not handle HTML coding, general Salesforce integration and implementation. We would treat such requirements as separate projects outside the scope of our support packages and provide you with a custom quote. Our project team can handle any implementation, customisation and integration.

How do I make a support request?

You can submit a support request from our support portal. You can also email the support team directly. We may need your time for a call to clarify complex issues. We may ask for your approval before deploying any changes to your live Salesforce environment. If your issue is urgent, you can call us directly.

What access would you need?

We will require access to your live Salesforce platform/s. Our admin will help with this during the onboarding.

What’s the process for tracking of my issue? How do I track my request?

You will have access to our support portal where you can login and track and engage with all your submitted requests.

How does Smplicity ensure my company's data is secured?

Data Protection is crucial for the survival of our business. We take our client's data seriously and do the utmost to protect it. We will sign an NDA with you to make sure we are protecting your data and since we will only be working within your Salesforce environment, you are data is already protected by Salesforce.

Do I get billed if I am exceed my allocated hours?

For Help Desk, you will be charged at £80/hr (excl VAT) for the additional hours you use.

For Managed Service, you will be charged at £70/hr (excl VAT) for the additional hours you use.

In both cases, we will never proceed with any work until we receive your confirmation.

If I have not used my hours, does it carry forward?

For Help Desk, unused hours will not be carried forward.

For Managed Service, unused hours will be carried forward only to the next month only.